12813 Service Delivery Manager

Our client in Plano, Texas is looking for an IT support service delivery manager to manage and coordinate the daily operations of their IT support team. You will be the single point of contact (SPOC) for the customer, and responsible for ensuring that the IT systems and services of the customer are running smoothly and efficiently, and that their internal and external customers receive timely and quality support. This position requires 8 hours / business days IT Service Desk and 8 hours on call operation service and may be required to join the team on various shifts including holidays, weekends, and evenings in case of severe incidents. This position will provide leadership, guidance, and direction to Leads, network operation support staff members, and be the escalation point for customer inquiries, and provide high quality customer support. 

• Lead, coach, and motivate a team of one network engineer and four service desk members, including those from subcontractors, who are working onsite at the client’s office. In addition, there will be other backend support engineers for the infrastructures and endpoints who are working remotely.
• Ensure that all service deliverables are clearly defined and communicated internally and externally.
• Monitor and report on the performance and availability of the customer’s IT infrastructure, network, and applications.
• Manage and prioritize the IT support tickets and requests and ensure that they are resolved within the agreed service level agreements (SLAs).
• Coordinate and collaborate with other IT teams and vendors, including those who are working remotely, to provide end-to-end IT support and solutions.
• Develop and implement IT policies, procedures, and best practices, and ensure that they are followed by the IT support team and the users.
• Identify and analyze IT issues and risks, and propose and implement improvement actions and preventive measures.
• Provide technical guidance and training to the IT support team and the users, and keep them updated on the latest IT trends and developments.

• Perform reporting and analysis, track and measure key performance indicators (KPIs) and SLAs, and provide regular and ad-hoc reports, including but not limited to incident reports, to the customer and the management.
• Manage IT projects, plan and allocate resources, monitor and control progress, and ensure timely and successful delivery.
• Serve as an escalation point to resolve service delivery issues and coordinate resolution of high impact issues. Handle complaints and feedback, and ensure customer satisfaction and retention.
• Drive continuous improvement and innovation, and seek opportunities to enhance the quality and efficiency of the IT support services.

Requirements

• Bachelor’s degree in computer science, information technology, or related field, or equivalent work experience.
• At least seven years of experience in IT support, service desk, or network administration, with at least two years of experience in a service delivery or management role.
• Strong knowledge and skills in IT infrastructure, network, and applications, including Windows, Linux, Active Directory, Office 365, Exchange, SharePoint, Cisco, and cloud services.
• Excellent communication, interpersonal, and customer service skills, with the ability to communicate effectively with different levels of stakeholders, both verbally and in writing.
• Strong problem-solving, analytical, and decision-making skills, with the ability to troubleshoot and resolve complex IT issues in a timely and efficient manner.
• Strong experience in continuous improvement initiatives throughout Infrastructure focused on operational efficiency, service quality, and governance/compliance.
• Strong leadership, coaching, behavioral reinforcement, organization, and analytic skills required.
• Highly organized, detail-oriented, and self-motivated, with the ability to work independently and as part of a team.
• Flexible and adaptable, with the ability to work under pressure and handle multiple tasks and changing priorities.
• Certifications in ITIL, CompTIA, Microsoft and Cisco are preferred.